Use this guide to help identify and resolve common student access issues in your course, and determine when the issue should be escalated to Follett Support for further assistance.
🧩 Step 1: Identify Who Is Affected
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👥 Entire class affected?
Likely a pairing issue, incorrect ISBN adoption, provisioning error, or LTI configuration issue. -
👤 Only a few students affected?
Typically student email mismatches, browser/device issues, or missed first-week activation.
📋 Step 2: Identify What Student Is Seeing?
💲 Paywall or “Purchase Access”
- Student did not access through the publisher course materials link located in the LMS course Modules or Content area during the first two weeks of class.
- Student is using an email that does not match the campus enrollment email.
⚠️ Census/Enrollment Warnings
- Enrollment file has not synced yet.
- Student added the course late or changed sections.
📝 Step 3: Troubleshooting Student Access Checklist
💻 Browser & Device
- Confirm the student is using Chrome or Firefox.
- Confirm they launched on a laptop/desktop.
- Confirm pop-up blockers are disabled.
📧 Email & Access Path
- The student's LMS email must match the enrollment email.
- They must click the publisher course materials link from their LMS course Module or Content area, not via direct publisher navigation menu tools.
🧹 Browser Reset
- Clear cache/cookies.
- Log out and log back in to LMS.
- Disable interfering browser extensions.
🕒 Enrollment Timing
- Late-added students may appear inactive until roster sync.
- Enrollment files process on scheduled cycles.
📤 Share Student Access Instructions
- If students need additional guidance accessing their digital course materials, share the Students: Accessing Your Digital Course Materials with Willo article. It provides step-by-step instructions students can follow to access their materials through the LMS.
🚨 Step 4: When to Escalate
Escalate the issue if:
- The entire class sees the same error.
- Course materials do not launch from LMS module links.
- A correctly paired course still leads students to a paywall.
- A student is using the correct email address but still receives an “Invalid Information” message or loses access after the census date.
🆘 Step 5: Need Help? Submit a Support Request
If the issue requires escalation, direct the affected student(s) to submit a support request using one of the following options:
- Click the Follett Access Course Support link in the LMS course module or content area.
- Or, Contact Follett Access Support directly through Follett Support.
To help our Support team investigate the issue efficiently, ask the student to include:
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Open the Course Support Link
- Click Follett Access Course Support in the LMS course.
- This opens the support portal associated with the course.
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Complete the Support Request and Include:
- Institution and campus name
- Student full name
- Student email address
(Include an alternate email address if different from the campus login.) - Course number and section
- Instructor name and email address
- Screenshots of any error messages
- Browser and device used (for example, Chrome on a MacBook)
- Whether the student accessed the publisher link before or after the institution’s census/add-drop deadline
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Download and Attach Diagnostic Data
- Return to the Follett Access Course Support link in the LMS.
- Select Download Diagnostics.
- Save the diagnostic file and attach it to the support request.
📌 Tip: Providing the requested details and diagnostic file helps our Support team investigate the issue more efficiently and may reduce the need for additional follow-up.
Need additional help?
Contact Follett Willo Support and Contact Follett Access Support.